Quality Services Subcommittee Meeting Operations Update Quality Services Subcommittee Meeting May 17, 2018

Performance Report Card Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 93.5% 91.8% Excessively Late Trips ≤ 0.10% 0.03% 0.08% Excessively Long Trips ≤ 5% 4.7% Missed Trips ≤ 0.75% 0.58% 0.76% *Denials ≤ 0% - 0.23% Access to Work On Time Performance ≥ 94% 96.1% 94.4% Average Hold Time (Reservations) ≤ 120 95 82 Calls On Hold > 5 Min (Reservations) 7.0% Calls On Hold > 5 Min (ETA) ≤ 10% 5.4% 17.4% Complaints Per 1,000 Trips ≤ 4.0 3.0 3.4 *Preventable Incidents ≤ 0.25 0.20 *Preventable Collisions ≤ 0.50 0.67 *Miles Between Road Calls ≥ 25,000 34,969 *data not final

Antelope Valley Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 92.5% 91.5% Excessively Late Trips ≤ 0.10% 0.01% 0.08% Excessively Long Trips ≤ 5% 2.0% 2.5% Missed Trips ≤ 0.75% 1.08% 0.86% *Denials ≤ 0% - 0.55% Access to Work On Time Performance ≥ 94% 100.0% Average Hold Time (Reservations) ≤ 120 72 91 Calls On Hold > 5 Min (Reservations) 0.9% Calls On Hold > 5 Min (ETA) ≤ 10% 6.2% Complaints Per 1,000 Trips ≤ 4.0 2.2 2.3 *Preventable Incidents ≤ 0.25 0.13 *Preventable Collisions ≤ 0.50 0.44 *Miles Between Road Calls ≥ 25,000 21,569 *data not final

Eastern Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 94.6% 92.7% Excessively Late Trips ≤ 0.10% 0.02% 0.06% Excessively Long Trips ≤ 5% 1.1% 1.3% Missed Trips ≤ 0.75% 0.24% 0.40% *Denials ≤ 0% - 0.15% Access to Work On Time Performance ≥ 94% 96.7% 95.2% Average Hold Time (Reservations) ≤ 120 114 73 Calls On Hold > 5 Min (Reservations) 11.3% 5.5% Calls On Hold > 5 Min (ETA) ≤ 10% 6.9% 9.6% Complaints Per 1,000 Trips ≤ 4.0 2.8 *Preventable Incidents ≤ 0.25 0.16 *Preventable Collisions ≤ 0.50 0.78 *Miles Between Road Calls ≥ 25,000 55,888 *data not final

Northern Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 92.2% 92.1% Excessively Late Trips ≤ 0.10% 0.04% 0.09% Excessively Long Trips ≤ 5% 6.0% 7.0% Missed Trips ≤ 0.75% 0.61% 0.78% *Denials ≤ 0% - 0.13% Access to Work On Time Performance ≥ 94% 97.9% 92.4% Average Hold Time (Reservations) ≤ 120 96 92 Calls On Hold > 5 Min (Reservations) 3.3% 3.6% Calls On Hold > 5 Min (ETA) ≤ 10% 3.0% Complaints Per 1,000 Trips ≤ 4.0 1.2 1.7 *Preventable Incidents ≤ 0.25 0.20 *Preventable Collisions ≤ 0.50 0.54 *Miles Between Road Calls ≥ 25,000 57,792 *data not final

Santa Clarita Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 94.1% 95.0% Excessively Late Trips ≤ 0.10% 0.03% 0.04% Excessively Long Trips ≤ 5% 2.7% 3.1% Missed Trips ≤ 0.75% 0.84% 0.89% *Denials ≤ 0% - 0.00% Access to Work On Time Performance ≥ 94% Average Hold Time (Reservations) ≤ 120 34 56 Calls On Hold > 5 Min (Reservations) 0.8% 2.4% Calls On Hold > 5 Min (ETA) ≤ 10% Complaints Per 1,000 Trips ≤ 4.0 0.6 0.4 *Preventable Incidents ≤ 0.25 1.76 *Preventable Collisions ≤ 0.50 0.44 *Miles Between Road Calls ≥ 25,000 67,422 *data not final

Southern Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 92.9% 90.6% Excessively Late Trips ≤ 0.10% 0.05% 0.09% Excessively Long Trips ≤ 5% 8.6% 7.4% Missed Trips ≤ 0.75% 0.86% 1.09% *Denials ≤ 0% - 0.39% Access to Work On Time Performance ≥ 94% 93.3% 94.3% Average Hold Time (Reservations) ≤ 120 73 90 Calls On Hold > 5 Min (Reservations) 3.5% 4.5% Calls On Hold > 5 Min (ETA) ≤ 10% 4.7% 23.3% Complaints Per 1,000 Trips ≤ 4.0 5.1 5.8 *Preventable Incidents ≤ 0.25 0.24 *Preventable Collisions ≤ 0.50 0.63 *Miles Between Road Calls ≥ 25,000 22,255 *data not final

West Central Region Key Performance Indicator Standard Apr-18 FY18 On Time Performance ≥ 91% 93.8% 92.1% Excessively Late Trips ≤ 0.10% 0.02% 0.06% Excessively Long Trips ≤ 5% 3.2% 3.6% Missed Trips ≤ 0.75% 0.38% 0.54% *Denials ≤ 0% - 0.15% Access to Work On Time Performance ≥ 94% 96.5% 95.8% Average Hold Time (Reservations) ≤ 120 114 71 Calls On Hold > 5 Min (Reservations) 11.5% 5.6% Calls On Hold > 5 Min (ETA) ≤ 10% 6.4% 8.9% Complaints Per 1,000 Trips ≤ 4.0 1.8 2.4 *Preventable Incidents ≤ 0.25 0.11 *Preventable Collisions ≤ 0.50 0.78 *Miles Between Road Calls ≥ 25,000 45,132 *data not final

April Highlights Hosted the Federal Transit Administration for their Triennial Review of Access 4 staff members participated in the San Gabriel/Pomona Regional Center 7th Annual Emergency Preparedness EXPO

April Highlights Southern Region contractor implemented new service animal training for drivers Staff attended Driver Training at Eastern and Southern Regions Northern Region Contract Awarded to MV